Specialist - Customer Care - Blended 4A

1401 Genpact India Pvt. Ltd.; Hyderabad; Hybrid; INR 420,000 - 660,000; Full time

Job summary

Genpact in Hyderabad is hiring for Specialist - Customer Care - Blended. You will handle inbound calls, resolve issues, and maintain records using CRM tools.

The role requires a Bachelor's degree and strong English skills; exposure to AI/CX is a plus; offers night shifts and a blended on-site model.

Qualifications

• Bachelor's degree required across listed fields.
• Advanced English language proficiency.
• Experience in customer care or CX is beneficial.

Responsibilities

• Handle inbound customer calls to address inquiries, resolve issues, and provide accurate information across products and services.
• Make outbound calls to follow up on customer requests, promote offerings, and generate qualified sales leads.
• Maintain detailed and accurate records of customer interactions and transactions using CRM tools.
• Collaborate with team members to meet service level agreements and exceed performance metrics.
• Identify and communicate priority issues to management for timely resolution.
• Stay updated on product knowledge, company policies, and industry trends to deliver informed support.

Skills

Customer Care

CRM

Data Analytics

Generative AI

English Proficiency

Education

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Information Technology

Tools

CRM software

Job description

Specialist - Customer Care - Blended

Ready to turn bold ideas into real-world impact? At Genpact, we don't just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we're at the forefront of it. Genpact's AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies' most complex challenges. If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what's possible, this is your moment. Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world's leading enterprises. Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description Data Quality Analyst & SMEs

Responsibilities:

• Handle inbound customer calls to address inquiries, resolve issues, and provide accurate information across products and services.
• Make outbound calls to follow up on customer requests, promote offerings, and generate qualified sales leads.
• Maintain detailed and accurate records of customer interactions and transactions using CRM tools.
• Collaborate with team members to meet service level agreements and exceed performance metrics.
• Identify and escape priority issues to management to ensure timely and effective resolution.
• Stay updated on product knowledge, company policies, and industry trends to deliver informed and consistent customer support.

Qualifications

• Bachelors - Business Administration
• Bachelors - Communication
• Bachelors - Hospitality Management
• Bachelors - Information Technology
• Bachelors - Marketing

Certifications

• Certified Customer Service Representative (CCSR) - TransmanTransman
• Certified Implementation Specialist - Customer Service Management - ServiceNowServiceNow
• Customer Experience Certification (COPC) - COPC Inc.COPC Inc.

Required Skills

• Customer Care
• Customer Experience (CX)
• Customer Journey Mapping
• Customer Onboarding
• Customer Relationship Management (CRM)
• Customer Service
• Customer Service Analytics
• Data Analytics
• Data Literacy
• End to End Management
• Generative AI
• Internet Businesses
• Onboarding
• Online Customer Support
• Online Transaction Processing (OLTP)
• Software Industry
• Technical Support
• Third Level Support
• Virtual Administrative Support
• Voice-User Interface Language
• English
• English Language Proficiency - Advanced - C1

Additional Job Location - Job Type Regular Master Skill List - Customer Care - Blended Remote Type - Office Work Shift - Night Job (India)

Why join Genpact?

• Lead AI-powered transformation - Drive innovation and solve real-world business challenges that matter
• Make an impact - Help global enterprises solve business challenges that matter
• Accelerate your career - Gain hands‑on experience, mentorship, and world‑class learning opportunities to stay ahead
• Work with the best - Join 140,000+ bold thinkers and problem‑solvers who push boundaries every day
• Thrive in a values‑driven culture - Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up. Let's build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws.

Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.

We're an agentic and advanced technology solutions company that runs mission-critical operations for the world's leading companies, while building and deploying the agentic products and technology that power those operations.

Our teams bring deep expertise to shape what AI can do and change how businesses actually run.

Join us to build the career you want - and be on it because you'll be in it.

At Genpact, your expertise grows because you're inside the work.

Whether you build AI systems or bring deep knowledge of how businesses run, you'll work on real challenges that change how the world's leading companies operate. There's a lot to learn here, and room to grow.